Software Support Engineer

Amcs Group-posted 14 days ago
Toledo, OH
Professional, Scientific, and Technical Services
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The Software Support Engineer will join the Global Customer Support Team and report to our Toledo, OH office on a daily basis. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers. This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

  • Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI's.
  • Address and resolve incoming application questions and incidents from end users.
  • Document all pertinent end user identification information and relevant support case information in our CRM database.
  • Ability to perform root-cause analysis on recurring system issues.
  • Record, track, and document the problem-solving process.
  • Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.
  • Perform minor customer training done over the phone or via Teams meetings.
  • Manage client issue calls, providing status across a portfolio of issues.
  • Assess and direct requests for programming changes to appropriate staff member.
  • Must be available to work After Hours Support three (3) days, once per quarter.
  • Experience in a customer facing role is essential.
  • Ability to operate independently as well as in a team.
  • Relentless follow up skills.
  • Excellent communication skills (written as well as spoken).
  • Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
  • Strong understanding of the Microsoft Office Suite.
  • Good understanding of Cloud Computing (Azure) or other SaaS software support.
  • Ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled.
  • Ability to manage competing priorities working in a fast-paced environment.
  • Excellent analytical skills.
  • Ability to thoroughly learn new software applications.
  • Ability to query a relational database using MySQL to analyze underlying data in support of issue triage and resolution.
  • Ability to drive issue to resolution across a matrixed organization.
  • Customer focused.
  • Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent experience.
  • Experience in the Microsoft Azure portal, including Application Insights.
  • TCP/IP Networking knowledge and troubleshooting.
  • 5+ years of generic knowledge or experience about/with accounting and ERP software.
  • Experience with Waste & Recycling processes or industry.
  • Experience with software learning, testing, and debugging skills.
  • Experience and/or understanding of the LINUX operating system.
  • Azure Fundamentals certification.
  • ITIL v3 or v4 Foundations certification.
  • Experience operating under an agile release delivery methodology.
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